FAQs for the pay as you go city centre hire scheme

1. How do I contact Spokesafe?

Spokesafe respond to email booking requests through all waking hours of the day, and aim to respond to booking requests as quickly as possible. The email is Hello@spokesafe.com

They also operate a 24/7 helpline where you can speak to a member of the team if you are in an immediate emergency. Call the emergency helpine on 020 3488 0060.

2. What do I do if I want to extend my booking during my hire?

You must contact Spokesafe at least one hour before your hire period ends to check whether the bike is available for extension.

If it is Spokesafe will extend your booking and add the extra charges. If it is not, you need to return the bike by the booked end of your hire period. Failure to return the bike on time will incur a penalty charge of £20.

3. What do I do if I arrive to pick up my bike and there is a mechanical or structural problem (flat tyre/brakes do not work)

Call Spokesafe to report the issue. If the issue stops you using the bike, Spokesafe will check whether another suitable bike is available.

Spokesafe will notify us so the problem can be resolved. If no alternative bike can be provided your booking will be reimbursed.

4. What if I need to cancel?

You can cancel at any time however refunds will not be processed for cancellations made on the day of a booking.

You will be refunded so long as you cancel at least the day before your booking.

5. If I use less hours than I have booked will I get a refund?

No refunds are provided for early returns.

A range of bookable hours is provided and it is the user’s responsibility to select the most appropriate time length.

6. What is the longest time I can hire an eBike/eCargo bike for and can I keep it overnight?

Bikes can be hired on a daily basis and must be returned by 10pm.

If you would like to hire an ebike/ecargo bike for more than one day or keep it overnight contact ecargobikelibrary@colchester.gov.uk to discuss. You must do this at least 3 working days before your requested dates.

7. What are my deposit options?

All members have to pay a £50 deposit.

You do have the option to pay this upfront (and have it returned if you leave the scheme) or to pay a returnable deposit each time you book the bike.

The returnable deposit is not paid into a bank account, but is temporarily held on Spokesafe’s payment platform and will automatically be released back into your account after your booking is completed and you have returned the bike on time and undamaged.

This is usually within 7 days. If you have multiple bookings in one week Spokesafe may be able to return the deposit at an earlier date.

8. Why do I need to add a deposit?

We ask for a deposit to be paid ahead of booking to ensure good behaviour, fair treatment of our vehicle, associated items and timely return.

It is important that members check for damage before they take a bike out on hire and report it to Spokesafe.

Spokesafe and ourselves will investigate any damage and liaise with the member who took the bike out prior to the report or discovery of damage.

Spokesafe and ourselves will determine how the damage occurred, whether repairs or replacements are required and what this will cost.

Damage will be defined as over and above reasonable everyday wear and tear and something that requires replacement parts or the need for a bicycle mechanic.

If the £50 is insufficient to pay for any damage then the member will be invoiced for the outstanding amount. Membership will be suspended until the balance is paid.

A £50 deposit must always be available so any member who has lost their deposit will need to pay for a new one.

9. What if I have a breakdown during my hire?

contact Spokesafe immediately. They will pass on the issue to members of the Colchester City Council Transport and Sustainability Team for assistance as soon as possible.

Spokesafe may ask you to email across photo/video footage to help diagnose the issue. Spokesafe will also need to know your exact location.

If you leave the bike and abandon your trip you must leave it secured to an immovable object with all of the locks attached.

If the breakdown is due to a mechanical failure we will recover it without charge. If the failure is due to misuse or inappropriate riding of the bike the £50 deposit will cover the recovery of the bike.

Causes of the mechanical failure will be concluded once the bike is recovered, the deposit for that hire will be retained until the causes are determined.

10. What do I do if I have an accident with another person/vehicle during my hire?

Notify the police as you would do with any accident and notify Spokesafe as well including your precise location.

Exchange details with the other party, take photos and try and gain witness details.

Spokesafe will pass the information on to us including your contact details. We do not cover personal accident and third party liability, these are your responsibility.

If the bike is damaged and cannot be ridden secure it to a nearby immovable object using all three locks and we will contact you to discuss recovery and next steps in relation to the bike.

11. What if the bike is stolen while I have it on hire?

Notify the police and obtain a crime number and notify Spokesafe who will inform us.

Keep evidence of any broken locks etc and photos of where it was parked. Spokesafe or ourselves will contact you for more information and to assist with getting you home.

12. Distances from Colchester City Centre as the crow flies